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87,000+ live jobsContact Center Process Efficiency Technician
On-site in Madrid·Added 1 month ago (last checked 2 Nov)
Our summary
- Work mode
- On-site, Madrid
- English
- Required
- Experience
- 2+ years
- Education
- University degree
Visa options
The ad doesn’t mention sponsorship
Not a refusal, but not a yes. Worth asking in your first message.
Skills
This job advert was originally written in Spanish.
Requirements
What we're looking for
- University degree or Higher Degree in Engineering, Computer Science, Telecommunications, Mathematics, Business Administration, Industrial Organization, Tourism, or a related discipline.
- Knowledge of Contact Center metrics and levers: volumes, AHT, productivity, occupancy, service levels, transfers, quality, backlog, and cost per interaction.
- Ability to translate operational problems into functional requirements and to work with Tech, Digital, Transformation, and vendors in the definition of solutions.
- Minimum of 2-3 years of experience in operational efficiency, process improvement, project management, or service transformation, preferably in a Contact Center or customer service environment.
- Process analysis, identification of opportunities, definition of business cases, coordination of initiatives, measurement of benefits, pilot testing, change management, training, adoption, and post-implementation monitoring of new solutions or procedures.
Nice to have
- Knowledge of automation, RPA, Salesforce, Power BI, SQL, process mining, BPMN, Lean/Six Sigma, and Agile methodologies will be valued. Programming will not be essential.
- Previous experience in tourism, airlines, loyalty programs, air distribution, or complex, multi-channel operating environments is valuable.
Languages
- Fluent English, minimum high B2; C1 level is valuable for documentation, meetings, and international coordination.
The role
Your role:
As a Contact Center Process Efficiency Technician your mission will be: To identify, prioritize, and drive efficiency opportunities in Contact Center processes, promoting initiatives that reduce costs, simplify operations, improve productivity, and elevate the experience of both agents and customers.
The position will act transversally across the different service areas—B2C, B2B, High Value Clients, Iberia Club, Corporate, and specialized services—connecting operational needs with scalable, measurable process, organizational, and technological solutions aligned with the Customer Engagement strategy.
What you'll do
- Perform end-to-end diagnostics of Front Office and Backoffice processes through data analysis, operational observation, interviews, process mapping, and systems review.
- Identify repetitive tasks, duplications, transfers, rework, errors, waiting times, and non-value-added activities that can be simplified, eliminated, or automated.
- Design, together with Operations, the target operating solution and evaluate with Tech, Digital, and Transformation the most suitable technological alternatives for each opportunity.
- Define business cases including baseline, recurring savings, released capacity, investment, payback, risks, dependencies, and operational and agent experience benefits.
- Coordinate the full cycle of initiatives: scope and requirements definition, design, development or configuration, testing, pilot, UAT, deployment, documentation, and training.
- Drive pilots and controlled tests with agents and supervisors, gathering feedback and adjusting the solution before scaling.
- Ensure the adoption of changes by operational teams, updating procedures, content, tools, training, and the monitoring model.
- Maintain a portfolio of efficiency opportunities and projects, with clearly defined governance, prioritization, owners, milestones, risks, and dependencies.
- Perform post-implementation monitoring and validate real benefits against the business case, proposing corrective actions when deviations exist.
How you'll work
*(Position location La Muñoza)
Skills
- Orientation toward efficiency, savings, and the generation of measurable value.
- Analytical thinking and the ability to structure complex problems based on data and operational observation.
- Transversal vision and orientation toward end-to-end processes.
- Ability to convert operational problems into actionable and prioritized initiatives.
- Ability to connect business, operations, agents, and technology.
- Project management, milestone monitoring, and persistence in materializing benefits.
- Communication, influence, and negotiation with technical, operational, and vendor profiles.
- Orientation toward agent experience, change management, and adoption.
- Rigor, autonomy, proactivity, and execution capability.
- Collaboration, empathy, and work in multidisciplinary teams with changing priorities.
About Iberia
Iberia is the flag carrier airline of Spain and one of the largest airlines in Europe, operating a broad international network from its hub at Madrid-Barajas Airport. The company is part of the International Airlines Group (IAG), alongside British Airways, Vueling, and LEVEL, and is a founding member of the Oneworld alliance. With a fleet of over 100 aircraft, Iberia serves more than 100 destinations across Europe, the Americas, Africa, and the Middle East, and is a major player in the maintenance, repair, and overhaul (MRO) sector, with its own hangars and workshops in Madrid.
Iberia has a significant presence in Spain, with its headquarters and main operational base in Madrid, and a major maintenance hub in La Muñoza. The company is a key employer for aviation professionals in Spain, particularly for engineers, technicians, and pilots. For international hires, Iberia offers a multicultural work environment and the opportunity to work in a leading European airline, with roles ranging from aircraft maintenance and engineering to commercial and digital positions. The company's culture emphasizes technical excellence and operational safety, and it is a relevant option for professionals looking to relocate to Spain.
- Industry
- Aviation
- Founded
- 1927
- Employees
- 20,000–50,000
- Headquarters
- Madrid, Spain
- In Spain
- Madrid, Barcelona, Palma de Mallorca
Good to know if you are moving
- Iberia is part of the International Airlines Group (IAG), a multinational holding, which can offer opportunities for internal mobility across its airlines (British Airways, Vueling, etc.).
- The company's official working language is Spanish, but English is widely used in technical documentation and in many operational areas, making it accessible for international professionals.
- Iberia has its own MRO (Maintenance, Repair, and Overhaul) division with large facilities in Madrid (La Muñoza), offering specialized roles for aircraft maintenance engineers and technicians.
- The company runs a specific training program for new maintenance technicians (Programa de Formación), starting in October, which can be an entry point for international candidates.
- Many roles, especially in engineering and maintenance, require EASA Part-66 licenses or equivalent certifications, which are internationally recognized and can be a valuable asset for professionals.
In their own words
About the company & team
Our company
We are the largest Spanish airline and leader between Europe and Latin America; we belong to the IAG airline group and are part of the oneworld alliance. Our goal is to always be the best travel option for our customers and to make them feel that what matters most to us is their safety and the quality and experience of their journey. In addition to the airline, we also have aircraft maintenance as a complementary business.
At Iberia, we value that our professionals are an example of behaviors for customers, but also within the team. We expect all new hires to be an example of these.
Talent at Iberia
We value that our professionals are an example of behaviors for customers, but also within the team. We expect all new hires to be an example of these.
- We are one and diverse: You work in a coordinated, open, and collaborative manner pursuing a common goal in a diverse and inclusive environment.
- We put soul and passion: You make things happen by fully committing to everything you do.
- We reinvent tomorrow: You look for new and different ideas to solve problems.
- We connect with our customers and colleagues: You always want to go a step further than expected with a smile and a pleasant manner.
- We make it simple and efficient: We focus on what's important, analyzing situations and eliminating what doesn't add value.
- We carry safety in our DNA: We work with the attention and care of the first day: in every ground operation, in every flight. We know the processes and apply them rigorously.
Additional information
Our commitment to Diversity and Inclusion
At Iberia, we are one and diverse. We are a faithful reflection of today's society and have teams with very diverse profiles that enrich us to be more creative and innovative.
We believe in talent without labels and are fully committed to offering the same professional opportunities to everyone. Therefore, all decisions in our selection processes are based exclusively on the competencies, skills, and knowledge necessary for the performance of the position.
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€18k
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